Dir-Operations-C

Role overview

Education and experience

• Option 1: Two-year degree in Business Administration, Hotel and Restaurant Management, or a related major, plus four years of related professional experience.
• Option 2: Four-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major, plus two years of related professional experience.
• Related experience may include guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.

Profitability and revenue

• Communicate key drivers of guest satisfaction and analyze service issues to identify trends.
• Make and execute decisions that move the property toward its goals; develop and lead an operational strategy aligned with the brand business strategy.
• Monitor hotel operations sales performance against budget and review reports and financial statements.
• Coach the operations team on occupancy, rates, wages, and controllable expenses; compare budgeted and actual wages and address problem areas.

Operations and guest experience

• Champion the brand service vision and align hotel leadership teams around product and service delivery.
• Develop systems to help employees understand guest satisfaction results and communicate clear departmental goals.
• Review guest feedback with the leadership team and ensure appropriate corrective action.
• Handle guest problems and complaints; regularly engage with customers to obtain feedback on product quality, service levels, and satisfaction.
• Create an atmosphere in rooms and food and beverage areas that meets or exceeds guest expectations.

People leadership

• Promote creative solutions to obstacles and implement improvements to guest satisfaction.
• Ensure employees are treated fairly and that regular operations communications, such as pre-shift briefings and staff meetings, take place.
• Foster employee commitment to excellent service, participate in daily stand-up meetings, and model desired service behaviors.
• Include guest satisfaction in staff and operations meetings and encourage ongoing improvements.
• Set goals and expectations for direct reports, conduct annual performance appraisals, and hold staff accountable.
• Solicit employee feedback, review employee satisfaction results, and address concerns.
• Administer property policies consistently; complete disciplinary procedures and documentation under SOPs and LSOPs and support the Peer Review Process.
• Champion change and implement brand and regional business initiatives.

About The Luxury Collection